Customer Support Team Lead
Londononsitesenior
via Personio
About this role
About the job Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK. Role Title Role: Customer Support Team Lead Location: 5 days a week – London, White City Lead and develop our UK Customer Support team as we scale – owning quality, performance, and day-to-day operations. Responsibilities Manage day-to-day operations of the UK Customer Support function. Coach, train, and develop agents; run regular 1:1s, side-by-sides, and quality reviews. Own team KPIs – CSAT, response and resolution times, ticket volume. Handle escalations and difficult customer conversations personally where needed. Own and continuously improve the QA framework – set the standard, measure against it, close the gaps.…
What we'd score you on
reqspace match rubricFive dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.
1
Skills match
For this role: teams
2
Level fit
This role is senior-level. We check your trajectory against it.
3
Domain experience
Your work in the role's domain matters more than your years total. We weight recent and direct experience.
4
Recency
A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.
5
Location fit
This role is based in London. We weight your proximity and willingness to relocate.
Score yourself on this role.
Free · no card · written explanation included
Skills in this role
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teams